Head of Customer Experience and Operations

About VacationRenterVacationRenter is the fastest growing vacation rental search engine. We love traveling, but not how time-consuming and complex it can be to find the right place to stay. So we reimagined a better way. We eliminated the need to search across several sites and scroll through pages of irrelevant results just to find the perfect home away from home.
We aggregate accommodations from the top travel sites, giving travelers all the best options in one place.
VacationRenter was born inside the startup studio Wilbur Labs. VacationRenter uses automation and AI to help travelers find the perfect stay. Be sure to check out our rebranded site, Vogo.com. Vogo is the same company travelers have come to love but under a new name.
About This RoleVacationRenter is seeking a rigorous, data-driven Head of Customer Experience and Operations with a strong focus on service quality, operational efficiency, and risk mitigation across the full customer lifecycle. This role will build and lead a unified customer support and sales operation across phone, chat, email, SMS, and reputation management, creating a scalable system that captures every interaction, resolves issues quickly, protects the brand, and supports revenue growth through professional sales engagement.
The ideal candidate is a strong operator who will work closely with product, engineering, legal, finance, and supply to create a seamless experience for travelers and partners. Success will be measured by improvements in conversion, complaint resolution, refund discipline, fraud reduction, and the strength of the company’s public trust signals.
This role will report directly to the COO. This is a full-time hybrid position, based in Dallas.

Role & Responsibilities:

• Build and operate a unified customer care system across all channels 
• Implement routing rules that prioritize by topic, value, and urgency with consistent SLAs
• Define and document clear agent policies for all customer interactions that reduce ambiguity for agents and provide for a top-tier customer experience
• Define and manage escalation paths for supplier disputes, complex cases, fraud risk, and potential regulatory issues
• Own and drive improvements in critical operational metrics, with a strong focus on process efficiency and customer satisfaction
• Develop playbooks and scripts for inbound sales and assisted conversion, including chat and phone
• Integrate AI capabilities for classification, response suggestions, summarization, and automated tagging
• Own presence and strategy across review platforms with strong processes for proactive collection and fast responses
• Monitor social platforms and complaint sites and manage public replies in coordination with legal and communications
• Establish severity levels for reputation issues and ensure appropriate escalation on high-risk cases
• Lead fraud and chargeback workflows, including investigation, documentation, and root cause tracking to mitigate all forms of fraud
• Build dashboards for volume, SLA compliance, agent performance, refund trends, disputes, and complaint drivers
• Identify recurring issues and partner with product and supply to eliminate root causes
• Set quarterly operational targets and track progress against efficiency, cost per contact, conversion lift, and trust metrics

Minimum Qualifications:

• Bachelor’s degree (B.S. or B.A.) from an accredited college or university or equivalent career experience
• 8+ years in customer care, sales operations, CX leadership, or a comparable role
• Experience building or restructuring multi-channel customer support operations with phone and chat
• Proven ability to lead vendor-delivered teams, including BPOs, with measurable performance outcomes
• Strong understanding of policies, quality frameworks, and coaching programs
• Experience managing reputation risk and public complaint handling across multiple platforms
• Familiarity with fraud mitigation, chargeback processes, and financial risk controls
• Hands-on experience and familiarity with the newer technologies (e.g., AI chat, advanced ticketing systems)
• Analytical mindset with comfort using data to guide decisions

Preferred Qualifications & Prior Experience:

• Early-stage startup experienceLeadership experience at a high-growth consumer or travel company
• Prior oversight of both sales-assisted channels and service operations
• Experience designing or operatin